Customer Support Agent

DTE Energy is seeking a dedicated and professional Customer Support Agent to join our team on a full-time basis. As a key member of our customer-facing team, you will be the first point of contact for our 2.3 million electric and 1.4 million natural gas customers across Michigan. You will play a vital role in upholding the reputation of DTE Energy, a Detroit-based diversified energy company committed to developing and managing energy-related businesses and services nationwide. This position offers a competitive hourly wage of $20 - $40 USD per hour and the opportunity to contribute to a leading organisation in the energy sector.

Responsibilities

• Serve as the primary contact for customers, handling inbound enquiries through phone, email, and live chat with the highest level of professionalism.
• Provide accurate and timely information regarding billing, payments, service outages, and our range of energy products and services.
• Effectively troubleshoot and resolve customer issues, ensuring a positive and satisfactory resolution.
• Escalate complex or unresolved issues to the appropriate internal teams for further investigation.
• Process customer requests, including new service activations, service transfers, and account closures.
• Maintain detailed and accurate records of all customer interactions and transactions within our CRM system.
• Educate customers on energy-saving programmes and initiatives offered by DTE Energy.
• Consistently meet or exceed individual and team performance targets related to customer satisfaction and efficiency.

Qualifications

• Proven experience in a customer service or customer support role is essential.
• Exceptional verbal and written communication skills, with a clear and professional telephone manner.
• Strong problem-solving abilities and a talent for active listening to understand customer needs.
• Excellent organisational skills and the ability to manage multiple tasks simultaneously in a fast-paced environment.
• Proficiency in using computers, including CRM software and the Microsoft Office Suite.
• The ability to remain calm, patient, and empathetic, especially when handling challenging situations.
• Experience within the utilities or energy sector would be a significant advantage but is not required.
• A minimum of a high school diploma or equivalent qualification.

Benefits

• A competitive salary and benefits package.
• Comprehensive training and ongoing professional development opportunities.
• A supportive and collaborative team environment that fosters growth and career progression.
• The opportunity to be part of a respected and established company dedicated to powering communities.